Visitor Experience Manager

Lucas Museum; Los Angeles (CA); Hybride; USD 71 000 - 78 000; Plein temps

Résumé du poste

The Lucas Museum of Narrative Art in Los Angeles seeks a Manager, Visitor Services to lead a team delivering exceptional guest experiences across admissions, queues, and floor operations. You will supervise staff, train, and coach to uphold high service standards while maintaining safety and operational excellence.

As part of the Visitor Services leadership team, you will serve as the venue Manager-on-Duty, directing daily operations and coordinating with Security, Retail, Food & Beverage,

Qualifications

• 3+ years of experience in a supervisory or management role at an organization that modeled a high degree of customer service and sales
• Experience directly managing and motivating large numbers of hourly staff
• Experience managing complex staffing schedules for hourly staff
• Demonstrated commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging in hiring, staffing, management, training, and leadership practices
• Ability to influence and engage direct reports and peers and create a positive work environment
• Excellent communication and interpersonal skills
• Strong organizational and problem-solving skills
• Ability to work independently and as part of a team
• Solid strategic planning, organizational and project management skills
• Ability to work under pressure and meet deadlines
• Experience with POS systems, ticketing software, and retail operations
• Ability to work a flexible schedule, including weekends and evenings, as required
• Multi-language fluency strongly preferred

Responsabilités

• Supervise and mentor the frontline Visitor Services team, reinforcing the Museum’s service standards and expectations
• Oversee daily Visitor Services operations, including ticketing, queuing, visitor flow, staff deployment, and break management
• Participate in hiring, onboarding, and training frontline staff
• Handle visitor concerns and escalations that cannot be resolved at the frontline staff level, exercising sound judgment and elevating matters as needed
• Serve as the venue Manager-on-Duty (MOD), leading frontline operations through close collaboration with Security, Retail, Food & Beverage, Volunteer Programs, and Facilities
• When serving as MOD, act as the primary point of contact between administrative staff and floor operations
• Oversee admissions operations, including cash handling, transaction processing, and ticketing inventory, in accordance with established procedures
• Ensure accurate daily reporting of ticket revenue, attendance, and floor incidents; verify daily transaction reconciliations and elevate discrepancies
• In partnership with the Senior Manager, create weekly schedules for all hourly Visitor Services personnel, ensuring coverage that supports the Museum’s high service standards and safe venue operations
• Provide timely and effective coaching and feedback to staff, addressing performance concerns in partnership with the Senior Manager and People & Culture
• Foster a culture of visitor engagement that drives membership sales and promotes an enhanced membership experience
• Coordinate with relevant departments to ensure public spaces are clean, operational, and ready to welcome visitors, communicating concerns and following up on their resolution
• Partner closely with Security in responding to medical incidents and emergency events, carrying out Visitor Services responsibilities under established procedures
• Identify recurring visitor concerns and operational opportunities, recommend improvements to the Senior Manager, and implement approved changes
• Assist in managing and maintaining inventories of department equipment, including radios, POS technology, uniforms, etc.
• Stay up to date with industry trends and best practices in visitor services and museum operations

Connaissances

Customer service

Staff supervision

Communication

Problem solving

Outils

POS systems

Ticketing software

Retail operations

Description du poste

The Lucas Museum of Narrative Art in Los Angeles seeks a Manager, Visitor Services to lead a team delivering exceptional guest experiences across admissions, queues, and floor operations. You will supervise staff, train, and coach to uphold high service standards while maintaining safety and operational excellence.

As part of the Visitor Services leadership team, you will serve as the venue Manager-on-Duty, directing daily operations and coordinating with Security, Retail, Food & Beverage,